EP2736192B1 - Method and apparatus to manage service level agreement - Google Patents
Method and apparatus to manage service level agreement Download PDFInfo
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- EP2736192B1 EP2736192B1 EP13176748.5A EP13176748A EP2736192B1 EP 2736192 B1 EP2736192 B1 EP 2736192B1 EP 13176748 A EP13176748 A EP 13176748A EP 2736192 B1 EP2736192 B1 EP 2736192B1
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
- H04L41/5003—Managing SLA; Interaction between SLA and QoS
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
- H04L41/5003—Managing SLA; Interaction between SLA and QoS
- H04L41/5019—Ensuring fulfilment of SLA
- H04L41/5025—Ensuring fulfilment of SLA by proactively reacting to service quality change, e.g. by reconfiguration after service quality degradation or upgrade
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/08—Configuration management of networks or network elements
- H04L41/0894—Policy-based network configuration management
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
- H04L41/5003—Managing SLA; Interaction between SLA and QoS
- H04L41/5009—Determining service level performance parameters or violations of service level contracts, e.g. violations of agreed response time or mean time between failures [MTBF]
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/08—Configuration management of networks or network elements
- H04L41/0803—Configuration setting
- H04L41/0813—Configuration setting characterised by the conditions triggering a change of settings
- H04L41/082—Configuration setting characterised by the conditions triggering a change of settings the condition being updates or upgrades of network functionality
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
- H04L41/5041—Network service management, e.g. ensuring proper service fulfilment according to agreements characterised by the time relationship between creation and deployment of a service
- H04L41/5045—Making service definitions prior to deployment
Definitions
- the present general inventive concept relates to a method and apparatus to manage a service level agreement (SLA) through a network.
- SLA service level agreement
- a service vendor promises to provide a customer with a service over a level negotiated through a service quality contract, which is referred to as service level agreement (SLA).
- SLA service level agreement
- the service vendor evaluates a service level while periodically monitoring the performance of a product that the service vendor sold. When it is determined that a current service level does not satisfy the SLA, the service vendor is requested to take necessary maintenance action with respect to a service item having a problem.
- a service level management (SLM) system to efficiently perform SLA management has been studied.
- SLM service level management
- a service level provided by sold products is monitored through a network and a result of the monitoring is statistically analyzed, thereby automatically generating a service level report.
- the service vendor finds any problems or errors in service items through the service level report and takes necessary action.
- the service vendor passively recognizes a problem and then takes necessary action, there is no immediate response to the problem.
- a new SLA item is added or deleted after a contract is made, a change of SLA items is not reflected in SLA management software that is installed on the SLM system.
- the changed SLA item is manually managed until new SLA management software capable of monitoring the changed SLA items is developed.
- US 2004/174823 discloses apparatus, system, and a corresponding method, for designating and implementing support level agreements (SLAs).
- a customer forwards a query defining required resources.
- Predetermined support level agreement options are then provided to the user based upon the required resources.
- the customer then forwards their selection of a particular predetermined support level agreement, which includes a plurality of measurement monitors and corresponding non-compliance thresholds defined therein. Based upon the particular support level agreement selected by the customer, service for that customer is enabled.
- US 2010/223217 discusses monitoring components of a distributed computing system, the components including hardware components and software components that operate on the hardware components. At least one of the software components is a service that includes a service level agreement. Performance characteristics of the components are determined based on the monitoring. The performance characteristics of the service are compared to the service level agreement to determine whether the service level agreement has been violated. At least one of the service or an additional service collocated with the service is migrated based on the performance characteristics of the components if the service level agreement has been violated.
- US 5 893 905 discloses a system and method for monitoring the performance of selected data processing jobs, comparing actual performance against the Service Level Agreement (SLA) to which each monitored job belongs, identifying discrepancies, and analyzing impacts to other jobs in a job stream.
- SLA Service Level Agreement
- an Automated SLA Monitoring by monitoring jobs of selected SLAs and production computer platforms, notifies the user of any problem with a selected SLAjob, identifies the SLA critical path of which the job is part, along with all downstream dependent jobs, and determines the impact on the SLA of dependent jobs.
- the present general inventive concept provides a method and apparatus that may automate service level agreement (SLA) management, may automatically take any necessary action on an SLA item having an error to efficiently and quickly fix the error, and may improve a service level.
- SLA service level agreement
- the present general inventive concept also provides a method and apparatus to dynamically manage changes of SLA items.
- the method may further comprise the server storing an error management policy comprising a plurality of error type information and a plurality of events corresponding thereto mapped with each other, and the monitoring of the service levels may include the server receiving error type information indicating cause of an error occurring on the devices, and the executing of a predetermined event comprises executing a said event corresponding to the error type retrieved by the server from the stored error management policy.
- the method may further include setting a target service level with respect to the selected SLA item based on input by a user.
- the method may further include obtaining SLA extended data to add a new SLA item to the SLA items, and installing the SLA extended data on the server.
- the installing of the SLA extended data may include parsing a predetermined extensible markup language (XML) file included in the SLA extended data, determining whether the new SLA item is to be added to the existing SLA items based on the parsed predetermined XML file, and installing the SLA extended data according to a result of the determination.
- XML extensible markup language
- the service management automatic option may comprise an automatic management mode in which the server automatically controls the devices, a semiautomatic management mode in which the server controls the devices only when the monitoring result does not satisfy a predetermined service level, and a manual management mode in which the devices are controlled in accordance with a command by a user.
- the SLA items may include at least one of a device firmware management item, a device driver management item, a device consumables management item, and a server software management item, the software being installed on the server.
- At least one of a device firmware update event, a device driver update event, a device rebooting event, and a server software update event, the software being installed on the server may be executed.
- the selecting of at least one SLA item may include when a user requests registration of an SLA item, receiving an input of a representative name and summary information of the SLA item to be registered, via a graphic user interface (GUI), receiving a selection of at least one of the devices to which the SLA item to be registered is applied, and outputting a list of the SLA items and receiving a selection of the SLA item to be registered from the list.
- GUI graphic user interface
- the server may store an error management policy comprising a plurality of error type information and a plurality of events corresponding thereto mapped with each other, and when an error occurs on the devices, the control unit may receive error type information indicating cause of the error through the network interface and may execute a said event corresponding to the error type information retrieved from the stored error management policy.
- the service management automatic option may comprise an automatic management mode in which the server automatically controls the devices, a semiautomatic management mode in which the server controls the devices only when the monitoring result does not satisfy a predetermined service level, and a manual management mode in which the devices are controlled in accordance with a command by a user.
- the SLA items may include at least one of a device firmware management item, a device driver management item, a device consumables management item, and a server software management item, the software being installed on the server.
- the control unit may obtain SLA extended data to add a new SLA item to the SLA items through the network interface or an external input port provided in the server, and comprises a bundle extension unit to install the SLA extended data on the server.
- the bundle extension unit may include an extensible markup language (XML) parser to parse a predetermined XML file included in the SLA extended data and an installer to determine whether the new SLA item is to be added to the existing SLA items based on the parsed predetermined XML file and installing the SLA extended data according to a result of the determination.
- XML extensible markup language
- the control unit may execute at least one of a device firmware update event, a device driver update event, a device rebooting event, and a server software update event, the software being installed on the server.
- the user interface may receive an input of a representative name and summary information of an SLA item to be registered, via a graphic user interface (GUI), when a user requests registration of the SLA item, may receive a selection of at least one of the devices to which the SLA item to be registered is applied, may output a list of the SLA items, and may receive a selection of the SLA item to be registered from the list.
- GUI graphic user interface
- a server to manage a service level agreement (SLA) with respect to one or more devices on a network
- the server including a network interface to connect to the network, and a control unit to monitor service levels provided by the devices with respect to at least one SLA item and to execute a predetermined event to control the devices according to a result of the monitoring based on a preset service management automatic option.
- SLA service level agreement
- the preset service management automatic option may be one of an automatic management mode, a semiautomatic management mode, and a manual management mode.
- the server may compare a predetermined service level and the monitoring result, and may either automatically perform the predetermined event when the service levels provided by the devices are lower than the predetermined service level, or may not perform the predetermined event until a user command is received when the service levels provided by the devices are equal to or higher than the predetermined service level.
- the server may further include a user interface to display a plurality of SLA items, to allow a user to select the at least one SLA item from the plurality of SLA items to quantitatively measure the service levels provided by the devices, to allow a user to preset the service management automatic option, and to receive inputs of a target service level with respect to the at least one selected SLA item and the preset service management automatic option, and a storage unit to store an error management policy.
- a user interface to display a plurality of SLA items, to allow a user to select the at least one SLA item from the plurality of SLA items to quantitatively measure the service levels provided by the devices, to allow a user to preset the service management automatic option, and to receive inputs of a target service level with respect to the at least one selected SLA item and the preset service management automatic option, and a storage unit to store an error management policy.
- the control unit may further include a graphic user interface (GUI) generation unit to generate a GUI to be output through the user interface to allow a user to view the SLA items, a monitoring unit to monitor the service levels provided by the devices with respect to the selected SLA items through the user interface, and an event execution unit to execute the event by referring to the error management policy stored in the storage unit executes the event corresponding error type information.
- GUI graphic user interface
- the event execution unit may execute at least one of a device firmware update event, a device driver update event, a device rebooting event, and an SLA management software update event.
- the term "and/or" includes any and all combinations of one or more of the associated listed items. Expressions such as “at least one of,” when preceding a list of elements, modify the entire list of elements and do not modify the individual elements of the list.
- FIG. 1 is a view schematically illustrating a service level agreement (SLA) management system 100 according to an exemplary embodiment of the present general inventive concept.
- the SLA management system 100 includes a main server 110, branch servers 120 and 130, and image forming apparatuses 140, specifically denoted as image forming apparatus 141, image forming apparatus 142, image forming apparatus 143, and image forming apparatus 144.
- the main server 110 and the branch servers 120 and 130 control the image forming apparatuses 140 to manage service levels provided by the image forming apparatuses 140.
- Services provided by the image forming apparatuses 140 include print, scan, copy, and fax functions, but an SLA item is not limited thereto.
- the management of firmware in each of the image forming apparatuses 140, a printer driver to drive each of the image forming apparatuses 140, and consumables such as toner or paper needed by the image forming apparatuses 140 may be SLA items. Since the main server 110 and the branch servers 120 and 130 manage an SLA through a computerized process, the SLA items related to software of the image forming apparatuses 140 may be major management targets.
- the image forming apparatuses 140 may be located at different locations.
- the image forming apparatuses 141 and 142 and the image forming apparatuses 143 and 144 are located at different locations, namely network 2 and network 3, respectively.
- the branch server 120 manages services of the image forming apparatuses 141 and 142 and the branch server 130 manages services of the image forming apparatuses 143 and 144.
- the main server 110 and the branch servers 120 and 130 belong to hierarchically different classes. Since the main server 110 belongs to class that is higher than the branch servers 120 and 130, the main server 110 may manage the branch servers 120 and 130 and simultaneously manage services of all the image forming apparatuses 140. The management of the branch servers 120 and 130 may be included in an SLA item according to a contract. A service vendor may manage the branch servers 120 and 130 by using the main server 110. For example, the main server 110 may check a version of the SLA management software installed on the branch servers 120 and 130 and update the software to the latest version.
- an SLM server 600a or 600b denotes the main server 110 or the branch servers 120 and 130, and devices denote the image forming apparatuses 140.
- FIG. 2 is a flowchart illustrating an SLA management method according to an exemplary embodiment of the present general inventive concept.
- the SLM server 600a or 600b selects at least one SLA item to quantitatively measure service levels provided by devices, such as the image forming apparatuses 140, as illustrated in FIG. 1 (S205).
- SLA management software installed on the SLM server 600a or 600b provides a user with a graphic user interface (GUI) to output a list of SLA items.
- GUI graphic user interface
- the SLM server 600a or 600b selects at least one SLA item from the SLA item list.
- the SLA items may include the management of firmware in each device, a driver to drive each device, consumables such as toner and paper of each device, and SLA management software installed on the SLM server 600a or 600b.
- the above SLA items are listed for convenience of explanation and an SLA item may be diversely changed according to a contract between a service vendor and a customer.
- the SLM server 600a or 600b sets a service management automatic option with respect to a selected SLA item (S210).
- the service management automatic option may include an automatic management mode, a semiautomatic management mode, and a manual management mode.
- the SLM server 600a or 600b sets any one of the automatic management mode, the semiautomatic management mode, and the manual management mode, for an SLA item selected based on a user input.
- the SLM server 600a or 600b In the automatic management mode, when a service error occurs on a selected SLA item while the SLM server 600a or 600b monitors the devices, the SLM server 600a or 600b automatically performs an event to fix the service trouble without a user command. The detailed content on the performance of an event will be described later.
- the SLM server 600a or 600b In the manual management mode, when a service error occurs on a selected SLA item while the SLM server 600a or 600b monitors the devices, the SLM server 600a or 600b continuously monitors the devices without performing an event to fix the service error until a user inputs a command. However, in the manual management mode, the SLM server 600a or 600b may display that a service error occurs on the selected SLA item through a service analysis report indicating a current service level.
- the SLM server 600a or 600b compares a predetermined service level and a monitored service level.
- the predetermined service level and the monitored service level are values calculated as quantitative numbers by a statistical analysis method.
- the SLM server 600a or 600b operates in the manual management mode. Otherwise, if the monitored service level is less than the predetermined service level, the SLM server 600a or 600b operates in the automatic management mode.
- FIG. 12 illustrates a GUI 1200 to set a service management automatic option.
- a semiautomatic management mode 1220 the user may directly input a predetermined service level through an input box 1221.
- a current operation rate 1210 denotes a target service level set on the SLM server 600a or 600b.
- the current operation rate 1210 may be directly input by a user through the input box 1310 a GUI 1300 of FIG. 13 .
- a detailed content of the target service level will be described later.
- the user may choose to select a fully automatic control 1230 (a.k.a., a set service management automatic option) or a fully manual control 1240 (a.k.a., a manual management mode).
- the SLM server 600a or 600b monitors service levels provided by the devices with respect to a selected SLA item (S215).
- the SLM server 600a or 600b may periodically receive data about services currently provided by the devices, through a network.
- SLA management software installed on the SLM server 600a or 600b includes an observer module 720 of FIG. 7 .
- the observer module 720 requests and receives the data about services currently provided by the devices, in a polling method.
- the observer module 720 may request and receive all data about the services, from the devices. According to another exemplary embodiment, the observer module 720 may request and receive only data corresponding to the selected SLA item of the services.
- the observer module 720 may receive error type information indicating the reason for the service error.
- the SLM server 600a or 600b may statistically analyze a result of the monitoring and provided a user with an analysis report on the service levels provided by the devices. In other words, the SLM server 600a or 600b may accumulate the monitoring results from the past to the present, calculate an average value of each of service levels, and provide a user with a service analysis report.
- the SLM server 600a or 600b may compare a preset target service level and an analyzed service level with respect to the selected SLA item. If the analyzed service level is lower than the preset target service level, the SLM server 600a or 600b may output a warning message.
- the SLM server 600a or 600b performs a predetermined event to control the devices according to the monitoring result and the service management automatic option setting (S220).
- the SLM server 600a or 600b detects that a service error occurs on the selected SLA item as a result of monitoring and performs a predetermined event to fix the service error.
- the predetermined event signifies an event corresponding to the error type information.
- the SLM server 600a or 600b stores an error management policy in which the error type information and an event corresponding thereto are mapped with each other. When the service error is detected, the SLM server 600a or 600b performs an event corresponding to the error type information by referring to the stored error management policy.
- the event is a process defined to recover a service error occurring on a device by controlling the devices. For example, when firmware that is currently installed on a device malfunctions, the SLM server 600a or 600b may check a version of the firmware and update the firmware to the latest version. If the firmware is already the latest version, the SLM server 600a or 600b may reinstall the firmware or reboot the device.
- the event performed by the SLM server 600a or 600b may include updating firmware of each device, updating a driver of each device, rebooting of each device, and updating SLA management installed on the SLM server 600a or 600b.
- the event to be performed may be diversely modified according to embodiments. For example, a message including the error type information may be transmitted to a service vendor.
- the SLM server 600a or 600b continues the monitoring.
- the SLM server 600a or 600b refers to the set service management automatic option.
- the SLM server 600a or 600b automatically performs an event corresponding to the error type information without a user command.
- the SLM server 600a or 600b compares the predetermined service level and the monitoring result. If the service levels provided by the devices are lower than the predetermined service level, an event corresponding to the error type information is automatically performed. However, if the service levels provided by the devices are equal to or higher than the predetermined service level, the SLM server 600a or 600b continues the monitoring and does not perform an event until a user command is received.
- the predetermined service level in the semiautomatic management mode may be a certain value set by a user of the SLM server 600a or 600b or a service level agreed between a service vendor and a customer.
- the SLM server 600a or 600b continues the monitoring and waits until a user command is received.
- FIG. 3 is a flowchart illustrating a process of registering an SLA item, according to an exemplary embodiment of the present general inventive concept.
- Operation S205 of FIG. 2 denotes a process of registering an SLA item.
- the SLM server 600a or 600b may manage only registered SLA items among the overall SLA items. Thus, the SLM server 600a or 600b selects an SLA item subject to a management and registers the selected SLA item as a management target via SLA management software.
- the SLM server 600a or 600b receives a request to register an SLA item from a user (S305).
- a "+" button 1491 registers an SLA item and a "-" button 1492 deletes an SLA item.
- SLA items 1450, 1460, and 1470 indicate SLA items that are currently registered on the SLM server 600a or 600b.
- a user may request registration of an SLA item on the SLM server 600a or 600b by using the "+" button 1491.
- the SLM server 600a or 600b may dynamically manage the SLA items by registering or deleting the SLA items.
- the SLM server 600a or 600b receives an input of a representative name and summary information of an SLA item to be registered, from a user (S310).
- the SLM server 600a or 600b generates a GUI 900 of FIG. 9 and provides the generated GUI 900 to a user.
- the GUI 900 includes an SLA item representative name input box 910 and a summary information input box 920.
- a user inputs a representative name of an SLA item group in the SLA item representative name input box 910.
- a description about the SLA items to be registered may be input in the summary information input box 920.
- the SLM server 600a or 600b receives a selection of at least one device to which the SLA item to be registered is applied, of the devices (S315).
- the SLM server 600a or 600b generates a GUI 1000 of FIG. 10 and provides the generated GUI 1000 to a user.
- the GUI 1000 includes a server button 1012 and a device button 1011.
- a list of the branch servers 120 and 130 is output by selecting the server button 1012.
- a device list 1020 is output. If a user selects a plurality of devices from the device list 1020, the selected devices are managed as one group. Alternatively, the devices are grouped in advance and a list of devices in the group may be output.
- the SLM server 600a or 600b outputs a list of total SLA items and receives a selection of SLA items to be registered from the list (S320).
- the SLM server 600a or 600b generates a GUI 1100 of FIG. 11 and provides the generated GUI 1100 to a user.
- lists 1110 and 1120 of SLA items are output.
- the SLA items illustrated in FIG. 11 are exemplary and the present general inventive concept is not limited thereto.
- the list 1110 indicates the SLA items with respect to the devices and the list 1120 indicates the SLA items with respect to other SLM servers, such as the branch servers 120 and 130.
- the list 1120 indicates the SLA items with respect to the branch servers 120 and 130.
- the list 1120 may be either omitted or inactivated not to be selected.
- FIG. 4 is a flowchart illustrating a process of managing an average operation rate of devices, according to an exemplary embodiment of the present general inventive concept.
- An operation rate of a device may be calculated by using a normal operation time and an error fix time as illustrated in Equation 1.
- operation rate operation time operation time + error fix time
- the normal operation time denotes a time during which a device is normally operated with respect to a selected SLA item without service error.
- the error fix time denotes a time from service error occurs with respect to a selected SLA item to the service error is fixed.
- the normal operation time denotes a time during which a device is normally operated with respect to the selected SLA items without service error.
- the average operation time of devices denotes an average value of the operation rates of the devices.
- the SLM server 600a or 600b receives the normal operation time of the devices to which the selected SLA item in the monitoring operation (S215) is applied, and the time consumed to fix a service error occurring on the selected SLA item, from each device (S405).
- the SLM server 600a or 600b may receive the above-described error type information.
- the SLM server 600a or 600b calculates an average operation rate of devices by using the normal operation time and the error fix time (S410).
- the SLM server 600a or 600b calculates an average operation rate by using the normal operation time and the error fix time accumulated from the past, with the last received normal operation time and error fix time. Equation 1 may be referred to by a method of calculating an average operation rate.
- the SLM server 600a or 600b displays a state of the SLA item by comparing a monitoring result and a target service level (S415).
- the following description is based on an assumption that the monitoring result is an average operation rate of devices calculated in S410.
- the target service level denotes a target value set to a service level of a selected SLA item.
- the target service level is one reference value and may be input directly by a user as illustrated in FIG. 13 .
- the state of an SLA item may include a normal state or a warning state. Although the state of an SLA item is described in two ways in the current embodiment of the present general inventive concept, the state of an SLA item may be described in greater classification number N (N>2).
- the SLM server 600a or 600b when a user selects a report menu 1410, the SLM server 600a or 600b statistically analyzes the monitoring result and provides the user with a service analysis report with respect to a service level provided by devices.
- an operation rate 1420 set as the target service level is set to be 95%.
- the average operation rate 1440 is calculated to be 94.3%.
- the SLM server 600a or 600b compares the set operation rate 1420 and the calculated average operation rate 1440 and displays an SLA item state 1430 as a warning state.
- a "34 th Development Team Service Management" 1450, a "Latest Bundle Service Management” 1460, and a "Firmware Service Management” 1470 displayed as service items that are representative names of SLA items input in S310 of FIG. 3 .
- the service items 1450, 1460, and 1470 are respectively set to an automatic management mode, a semiautomatic management mode, and a manual management mode.
- a list of devices and an operation rate of each device are displayed on a box 1480.
- the SLM server 600a or 600b referring to the error policy management executes an event corresponding to the error type information (S420).
- the SLM server 600a or 600b referring to the error policy management executes an event corresponding to the error type information received in S405.
- the SLM server 600a or 600b determines whether to execute the event by comparing the operation rate of 94% of the Latest Bundle Service Management 1460 and the service level set value of 90% for the semiautomatic management mode.
- the SLM server 600a or 600b does not execute the event and waits until there is a command by a user.
- FIG. 5 is a flowchart illustrating a process of adding a new SLA item, according to an exemplary embodiment of the present general inventive concept. It is possible to add new SLA items later to the SLA management software installed on the SLM server 600a or 600b. Accordingly, if a contract between a service vendor and a customer is revised, the SLM server 600a or 600b may reflect a revised contract by adding new SLA items to the previously installed SLA management software.
- the SLA management software is operated based on an open type framework open services gateway initiative (OSGi).
- OSGi open type framework open services gateway initiative
- the SLA items may be exposed to OSGi as a bundle or imported from the outside.
- the SLM server 600a or 600b obtains SLA extended data (S505).
- the SLM server 600a or 600b may obtain SLA extended data via an external input port, for example, a USB port or optical disc input port, or download SLA extended data through a network.
- the SLM server 600a or 600b parses an extensible markup language (XML) file included in the SLA extended data (S510).
- the XML file includes information about new SLA items included in the SLA extended data.
- the information about new SLA items may include, for example, information about the type of a user interface (Ul), information about a position where Uls of the new SLA items are displayed, with respect to the Uls of the existing SLA items, and information about a method of displaying service levels of the new SLA items.
- the information about the UI is indicated in the XML file.
- the SLM server 600a or 600b determines whether a new SLA item may be added to the existing SLA items based on a parsed XML file (S515). For example, the SLM server 600a or 600b determines whether Uls of new SLA items may be actually extended with respect to the existing SLA items by using the information about a position where the Uls of the new SLA items are displayed.
- the SLM server 600a or 600b installs SLA extended data (S520).
- SLM server 600a or 600b updates the UI of the SLA management software by adding UI of the new SLA item to the UI of the existing SLA items.
- the SLM server 600a or 600b does not install the SLA extended data (S525). At this time, the SLM server 600a or 600b may discard of the SLA extended data.
- FIGS. 6A and 6B are block diagrams schematically illustrating the SLM servers 600a and 600b respectively, according to an exemplary embodiment of the present general inventive concept. Descriptions that are identical to those of FIGS. 1-5 are omitted herein. Accordingly, the embodiments of FIGS. 1-5 may be referred to by embodiments of the SLM servers 600a and 600b of FIGS. 6A and 6B .
- the SLM server 600a includes a user interface 620a, a control unit 630a, and a network interface 610a.
- the network interface 610a as a unit to connect to a network transmits and receives data with respect to devices, such as the image forming apparatuses 140, according to wired or wireless communication specifications.
- the user interface 620a denotes an input/output (I/O) interface to receive a user manipulation input or to provide a result of the user manipulation to a user.
- the user interface 620a may be an interface for input/output (I/O) of a human interface device (HID).
- the user interface 620a receives a selection of at least one SLA item to quantitatively measure a service level provided by the devices and receives an input of setting a target service level and a service management automatic option of a selected SLA item.
- the control unit 630a monitors the service level provided by the devices with respect to the selected SLA item and executes a predetermined event to control the devices according to a monitoring result and the service management automatic option setting. In other words, the control unit 630a executes the SLA management software installed on the SLM server 600a or 600b, thereby performing the monitoring and the event.
- FIG. 6B illustrates the SLM server 600a of FIG. 6A in detail.
- the SLM server 600b includes a network interface 610b, a user interface 620b, a control unit 630b, an external input port 640b, and a storage unit 650b.
- FIG. 6A may be referred to for a description about the network interface 610b.
- the user interface 620b When a user requests registration of an SLA item, the user interface 620b receives via a GUI an input of a representative name and summary information of an SLA item to be registered. Next, the user interface 620b receives a selection of at least one of the devices to which the SLA item to be registered is applied. The user interface 620b outputs a list of SLA items and receives a selection of an SLA item to be registered from the list.
- a GUI generation unit 631b generates a GUI to be output through the user interface 620b.
- a GUI is generated by SLA software.
- FIGS. 8-14 illustrate GUIs generated by the GUI generation unit 631b.
- a monitoring unit 632b monitors a service level provided by the devices with respect to a selected SLA items through the user interface 620b.
- the monitoring unit 632b receives a normal operation time of each device through the network interface 610b. Also, when an error occurs on the selected SLA item, the monitoring unit 632b may receive the time consumed to fix the error or error type information.
- the monitoring unit 632b requests an event execution unit 633b to execute an event corresponding to the error type information.
- the monitoring unit 632b calculates an average operation rate of the devices based on the normal operation time and the error fix time. Equation 1 may be referred to by a method of calculating an operation rate of a device.
- the monitoring unit 632b indicates the selected SLA item in a warning state or a normal state by comparing the monitoring result and a preset target service level. In other words, when a user selects the report 1410 of FIG. 14 , the monitoring unit 632b generates a service analysis report.
- the service analysis report includes a state of an SLA item.
- the storage unit 650b stores SLA management software and set values for the SLA management software.
- the storage unit 650b stores error type information an error management policy mapped with events corresponding thereto.
- the event execution unit 633b executes an event to control the devices according to the monitoring result and the service management automatic option setting.
- the event execution unit 633b executes an event corresponding to the error type information. For example, the event execution unit 633b executes a device firmware update event, a device driver update event, a device rebooting event, and an SLA management software update event.
- the external input port 640b as a device to communicate data with an external apparatus may be, for example, a USB input port or an optical disc reproduction and recording apparatus.
- the external input port 640b obtains SLA extended data to add a new SLA item to the existing SLA items.
- a bundle extension unit 634b installs SLA extension data obtained through the external input port 640.
- An XML parser 635b parses a predetermined XML file included in the SLA extended data.
- An installer 636b determines whether a new SLA item may be added to the existing SLA items based on a parsed XML file and installs SLA extended data according to a result of the determination.
- FIG. 7 is a sequence diagram of SLA management software, according to an exemplary embodiment of the present general inventive concept.
- the SLA management software is operated based on an OSGi open type framework and includes an OSGi intro module 710, an observer module 720, an event mapping module 730, and an implement module 740.
- the OSGi intro module 710 performs registration of an SLA item in FIG. 3 .
- the observer module 720 monitors a service level provided by the devices.
- the event mapping module 730 requests the implement module 740 to execute an event corresponding to error type information by referring to an error management policy.
- the implement module 740 that is a module to execute a requested event may be, for example, a firmware update module, a driver update module, and an SLA management software update module.
- the OSGi intro module 710 selects and registers an SLA item and requests monitoring from the observer module 720 (S705).
- the observer module 720 periodically monitors the devices with respect to a selected SLA item and fires an event when a service error occurs (S710).
- the observer module 720 may transfer to the event mapping module 730 error type information indicating cause of the service error and information about a device where the service error occurs.
- the event mapping module 730 determines what job is to be done with respect to a fired event. In other words, the event mapping module 730, referring to the error management policy, requests the implement module 740 to execute an event corresponding to the error type information.
- the implement module 740 executes an event (S720).
- a result of the execution of an event may be stored in the SLM server 600a or 600b.
- the implement module 740 transfers an event execution result to the event mapping module 730 (S730). If the service error is not fixed as a result of the execution of an event, the event mapping module 730, referring to the error management policy, may request the implement module 740 to execute another event.
- the event mapping module 730 transfers a received event execution result to the observer module 720. If the service error is not fixed as a result of the execution of an event, the observer module 720 may fire the same event again or cancel the firing of an event. If the event is fired again, other error type information may be transferred to the event mapping module 730.
- the observer module 720 transfers a received event execution result to the OSGi intro module 710 (S735).
- FIG. 8 illustrates a GUI 800 generated by the GUI generation unit 631b, according to an exemplary embodiment of the present general inventive concept.
- a user may select an operation rate history 810 in order to view information corresponding to the devices and their respective operation times and errors.
- device model names, serial numbers, and host names may be displayed in a device identifying box 820.
- An operation time box 821 mat display operation times of each of the corresponding devices.
- an error time box 822 may display a time during which an error occurred during operation of each of the devices.
- SLA items may be flexibly managed.
- the present general inventive concept can also be embodied as computer-readable codes on a computer-readable medium.
- the computer-readable medium can include a computer-readable recording medium and a computer-readable transmission medium.
- the computer-readable recording medium is any data storage device that can store data that can be thereafter read by a computer system. Examples of the computer-readable recording medium include read-only memory (ROM), random-access memory (RAM), CD-ROMs, magnetic tapes, floppy disks, and optical data storage devices.
- the computer-readable recording medium can also be distributed over network coupled computer systems so that the computer-readable code is stored and executed in a distributed fashion.
- the computer-readable transmission medium can transmit carrier waves or signals (e.g., wired or wireless data transmission through the Internet). Also, functional programs, codes, and code segments to accomplish the present general inventive concept can be easily construed by programmers skilled in the art to which the present general inventive concept pertains.
Description
- The present general inventive concept relates to a method and apparatus to manage a service level agreement (SLA) through a network.
- A service vendor promises to provide a customer with a service over a level negotiated through a service quality contract, which is referred to as service level agreement (SLA). The service vendor evaluates a service level while periodically monitoring the performance of a product that the service vendor sold. When it is determined that a current service level does not satisfy the SLA, the service vendor is requested to take necessary maintenance action with respect to a service item having a problem.
- A service level management (SLM) system to efficiently perform SLA management has been studied. In a current SLM system, a service level provided by sold products is monitored through a network and a result of the monitoring is statistically analyzed, thereby automatically generating a service level report. The service vendor finds any problems or errors in service items through the service level report and takes necessary action. According to the current SLM system, since the service vendor passively recognizes a problem and then takes necessary action, there is no immediate response to the problem. Also, when a new SLA item is added or deleted after a contract is made, a change of SLA items is not reflected in SLA management software that is installed on the SLM system. Thus, the changed SLA item is manually managed until new SLA management software capable of monitoring the changed SLA items is developed.
- Accordingly, there is no conventional method of automatically managing the errors and/or problems associated with SLA items.
-
US 2004/174823 discloses apparatus, system, and a corresponding method, for designating and implementing support level agreements (SLAs). A customer forwards a query defining required resources. Predetermined support level agreement options are then provided to the user based upon the required resources. The customer then forwards their selection of a particular predetermined support level agreement, which includes a plurality of measurement monitors and corresponding non-compliance thresholds defined therein. Based upon the particular support level agreement selected by the customer, service for that customer is enabled. -
US 2010/223217 discusses monitoring components of a distributed computing system, the components including hardware components and software components that operate on the hardware components. At least one of the software components is a service that includes a service level agreement. Performance characteristics of the components are determined based on the monitoring. The performance characteristics of the service are compared to the service level agreement to determine whether the service level agreement has been violated. At least one of the service or an additional service collocated with the service is migrated based on the performance characteristics of the components if the service level agreement has been violated. -
US 5 893 905 discloses a system and method for monitoring the performance of selected data processing jobs, comparing actual performance against the Service Level Agreement (SLA) to which each monitored job belongs, identifying discrepancies, and analyzing impacts to other jobs in a job stream. When a job that is part of a SLA causes a delay, an Automated SLA Monitoring, by monitoring jobs of selected SLAs and production computer platforms, notifies the user of any problem with a selected SLAjob, identifies the SLA critical path of which the job is part, along with all downstream dependent jobs, and determines the impact on the SLA of dependent jobs. - According to the present invention there is provided an apparatus and method as set forth in the appended claims. Other features of the invention will be apparent from the dependent claims, and the description which follows.
- The present general inventive concept provides a method and apparatus that may automate service level agreement (SLA) management, may automatically take any necessary action on an SLA item having an error to efficiently and quickly fix the error, and may improve a service level.
- The present general inventive concept also provides a method and apparatus to dynamically manage changes of SLA items.
- Additional features and utilities of the present general inventive concept will be set forth in part in the description which follows and, in part, will be obvious from the description, or may be learned by practice of the general inventive concept.
- The foregoing and/or other features and utilities of the present general inventive concept are achieved by providing a method of managing a service level agreement (SLA) with respect to devices on a network by using a server as defined by
claim 1 of the claims appended hereto. - The method may further comprise the server storing an error management policy comprising a plurality of error type information and a plurality of events corresponding thereto mapped with each other, and the monitoring of the service levels may include the server receiving error type information indicating cause of an error occurring on the devices, and the executing of a predetermined event comprises executing a said event corresponding to the error type retrieved by the server from the stored error management policy.
- The method may further include setting a target service level with respect to the selected SLA item based on input by a user.
- The method may further include obtaining SLA extended data to add a new SLA item to the SLA items, and installing the SLA extended data on the server.
- The installing of the SLA extended data may include parsing a predetermined extensible markup language (XML) file included in the SLA extended data, determining whether the new SLA item is to be added to the existing SLA items based on the parsed predetermined XML file, and installing the SLA extended data according to a result of the determination.
- The service management automatic option may comprise an automatic management mode in which the server automatically controls the devices, a semiautomatic management mode in which the server controls the devices only when the monitoring result does not satisfy a predetermined service level, and a manual management mode in which the devices are controlled in accordance with a command by a user.
- The SLA items may include at least one of a device firmware management item, a device driver management item, a device consumables management item, and a server software management item, the software being installed on the server.
- In the executing of the event, at least one of a device firmware update event, a device driver update event, a device rebooting event, and a server software update event, the software being installed on the server may be executed.
- The selecting of at least one SLA item may include when a user requests registration of an SLA item, receiving an input of a representative name and summary information of the SLA item to be registered, via a graphic user interface (GUI), receiving a selection of at least one of the devices to which the SLA item to be registered is applied, and outputting a list of the SLA items and receiving a selection of the SLA item to be registered from the list.
- The foregoing and/or other features and utilities of the present general inventive concept may also be achieved by providing a non-transitory computer-readable recording medium having recorded thereon a program to execute the above method.
- The foregoing and/or other features and utilities of the present general inventive concept may also be achieved by providing a server for managing a service level agreement (SLA) with respect to devices on a network as defined by
claim 7 of the claims appended hereto. - The server may store an error management policy comprising a plurality of error type information and a plurality of events corresponding thereto mapped with each other, and when an error occurs on the devices, the control unit may receive error type information indicating cause of the error through the network interface and may execute a said event corresponding to the error type information retrieved from the stored error management policy.
- The service management automatic option may comprise an automatic management mode in which the server automatically controls the devices, a semiautomatic management mode in which the server controls the devices only when the monitoring result does not satisfy a predetermined service level, and a manual management mode in which the devices are controlled in accordance with a command by a user.
- The SLA items may include at least one of a device firmware management item, a device driver management item, a device consumables management item, and a server software management item, the software being installed on the server.
- The control unit may obtain SLA extended data to add a new SLA item to the SLA items through the network interface or an external input port provided in the server, and comprises a bundle extension unit to install the SLA extended data on the server.
- The bundle extension unit may include an extensible markup language (XML) parser to parse a predetermined XML file included in the SLA extended data and an installer to determine whether the new SLA item is to be added to the existing SLA items based on the parsed predetermined XML file and installing the SLA extended data according to a result of the determination.
- The control unit may execute at least one of a device firmware update event, a device driver update event, a device rebooting event, and a server software update event, the software being installed on the server.
- The user interface may receive an input of a representative name and summary information of an SLA item to be registered, via a graphic user interface (GUI), when a user requests registration of the SLA item, may receive a selection of at least one of the devices to which the SLA item to be registered is applied, may output a list of the SLA items, and may receive a selection of the SLA item to be registered from the list.
- The foregoing and/or other features and utilities of the present general inventive concept may also be achieved by providing a server to manage a service level agreement (SLA) with respect to one or more devices on a network, the server including a network interface to connect to the network, and a control unit to monitor service levels provided by the devices with respect to at least one SLA item and to execute a predetermined event to control the devices according to a result of the monitoring based on a preset service management automatic option.
- The preset service management automatic option may be one of an automatic management mode, a semiautomatic management mode, and a manual management mode.
- When the preset service management automatic option is the semiautomatic management mode, the server may compare a predetermined service level and the monitoring result, and may either automatically perform the predetermined event when the service levels provided by the devices are lower than the predetermined service level, or may not perform the predetermined event until a user command is received when the service levels provided by the devices are equal to or higher than the predetermined service level.
- The server may further include a user interface to display a plurality of SLA items, to allow a user to select the at least one SLA item from the plurality of SLA items to quantitatively measure the service levels provided by the devices, to allow a user to preset the service management automatic option, and to receive inputs of a target service level with respect to the at least one selected SLA item and the preset service management automatic option, and a storage unit to store an error management policy.
- The control unit may further include a graphic user interface (GUI) generation unit to generate a GUI to be output through the user interface to allow a user to view the SLA items, a monitoring unit to monitor the service levels provided by the devices with respect to the selected SLA items through the user interface, and an event execution unit to execute the event by referring to the error management policy stored in the storage unit executes the event corresponding error type information.
- The event execution unit may execute at least one of a device firmware update event, a device driver update event, a device rebooting event, and an SLA management software update event.
- For a better understanding of the invention, and to show how embodiments of the same may be carried into effect, reference will now be made, by way of example, to the accompanying diagrammatic drawings in which:
-
FIG. 1 is a view schematically illustrating a service level agreement (SLA) management system according to an exemplary embodiment of the present general inventive concept; -
FIG. 2 is a flowchart illustrating an SLA management method according to an exemplary embodiment of the present general inventive concept; -
FIG. 3 is a flowchart illustrating a process of registering an SLA item, according to an exemplary embodiment of the present general inventive concept; -
FIG. 4 is a flowchart illustrating a process of managing an average operation rate of devices, exemplary embodiment of the present general inventive concept; -
FIG. 5 is a flowchart illustrating a process of adding a new SLA item, according to an exemplary embodiment of the present general inventive concept; -
FIGS. 6A and6B are block diagrams schematically illustrating an SLM server, according to an exemplary embodiment of the present general inventive concept; -
FIG. 7 is a sequence diagram of SLA management software, according to an exemplary embodiment of the present general inventive concept; and -
FIGS. 8 through 14 illustrate a GUI of the SLA management software, according to an exemplary embodiment of the present general inventive concept. - Reference will now be made in detail to the embodiments of the present general inventive concept, examples of which are illustrated in the accompanying drawings, wherein like reference numerals refer to the like elements throughout. The embodiments are described below in order to explain the present general inventive concept while referring to the figures.
- As used herein, the term "and/or" includes any and all combinations of one or more of the associated listed items. Expressions such as "at least one of," when preceding a list of elements, modify the entire list of elements and do not modify the individual elements of the list.
-
FIG. 1 is a view schematically illustrating a service level agreement (SLA)management system 100 according to an exemplary embodiment of the present general inventive concept. Referring toFIG. 1 , theSLA management system 100 includes amain server 110,branch servers image forming apparatuses 140, specifically denoted asimage forming apparatus 141,image forming apparatus 142,image forming apparatus 143, andimage forming apparatus 144. - The
main server 110 and thebranch servers image forming apparatuses 140 to manage service levels provided by theimage forming apparatuses 140. Services provided by theimage forming apparatuses 140 include print, scan, copy, and fax functions, but an SLA item is not limited thereto. For example, the management of firmware in each of theimage forming apparatuses 140, a printer driver to drive each of theimage forming apparatuses 140, and consumables such as toner or paper needed by theimage forming apparatuses 140 may be SLA items. Since themain server 110 and thebranch servers image forming apparatuses 140 may be major management targets. - As illustrated in
FIG. 1 , theimage forming apparatuses 140 may be located at different locations. For example, theimage forming apparatuses image forming apparatuses network 2 andnetwork 3, respectively. To manage theimage forming apparatuses 140 by locations, thebranch server 120 manages services of theimage forming apparatuses branch server 130 manages services of theimage forming apparatuses - The
main server 110 and thebranch servers main server 110 belongs to class that is higher than thebranch servers main server 110 may manage thebranch servers image forming apparatuses 140. The management of thebranch servers branch servers main server 110. For example, themain server 110 may check a version of the SLA management software installed on thebranch servers - In the following description, it is assumed that an
SLM server FIG. 6 , denotes themain server 110 or thebranch servers image forming apparatuses 140. -
FIG. 2 is a flowchart illustrating an SLA management method according to an exemplary embodiment of the present general inventive concept. Referring toFIG. 2 andFIG. 6 , theSLM server image forming apparatuses 140, as illustrated inFIG. 1 (S205). SLA management software installed on theSLM server SLM server SLM server - The
SLM server SLM server - In the automatic management mode, when a service error occurs on a selected SLA item while the
SLM server SLM server SLM server SLM server SLM server SLM server SLM server - As a result of the comparison, if the monitored service level is equal to or greater than a predetermined service level, the
SLM server SLM server -
FIG. 12 illustrates aGUI 1200 to set a service management automatic option. When a user selects asemiautomatic management mode 1220, the user may directly input a predetermined service level through aninput box 1221. Acurrent operation rate 1210 denotes a target service level set on theSLM server current operation rate 1210 may be directly input by a user through the input box 1310 aGUI 1300 ofFIG. 13 . A detailed content of the target service level will be described later. Further, the user may choose to select a fully automatic control 1230 (a.k.a., a set service management automatic option) or a fully manual control 1240 (a.k.a., a manual management mode). - The
SLM server SLM server SLM server observer module 720 ofFIG. 7 . Theobserver module 720 requests and receives the data about services currently provided by the devices, in a polling method. Theobserver module 720 may request and receive all data about the services, from the devices. According to another exemplary embodiment, theobserver module 720 may request and receive only data corresponding to the selected SLA item of the services. When a device where a service error occurs with respect to the selected SLA item exists, theobserver module 720 may receive error type information indicating the reason for the service error. - The
SLM server SLM server SLM server SLM server - The
SLM server SLM server SLM server SLM server SLM server SLM server - The event performed by the
SLM server SLM server - When a service error does not occur on the selected SLA item as a result of the monitoring, the
SLM server - Otherwise, when a service error occurs on the selected SLA item as a result of the monitoring, the
SLM server SLM server SLM server SLM server SLM server SLM server -
FIG. 3 is a flowchart illustrating a process of registering an SLA item, according to an exemplary embodiment of the present general inventive concept. Operation S205 ofFIG. 2 denotes a process of registering an SLA item. TheSLM server SLM server - Referring to
FIG. 3 , theSLM server FIG. 14 , which illustrates aGUI 1400, a "+"button 1491 registers an SLA item and a "-"button 1492 deletes an SLA item.SLA items SLM server SLM server button 1491. Thus, theSLM server - The
SLM server SLM server GUI 900 ofFIG. 9 and provides the generatedGUI 900 to a user. TheGUI 900 includes an SLA item representativename input box 910 and a summaryinformation input box 920. When a plurality of SLA items are registered and managed as a group, a user inputs a representative name of an SLA item group in the SLA item representativename input box 910. A description about the SLA items to be registered may be input in the summaryinformation input box 920. - The
SLM server SLM server GUI 1000 ofFIG. 10 and provides the generatedGUI 1000 to a user. Referring toFIG. 10 , theGUI 1000 includes aserver button 1012 and adevice button 1011. When theSLM server main server 110 ofFIG. 1 , a list of thebranch servers server button 1012. When thedevice button 1011 is selected, adevice list 1020 is output. If a user selects a plurality of devices from thedevice list 1020, the selected devices are managed as one group. Alternatively, the devices are grouped in advance and a list of devices in the group may be output. - Next, the
SLM server SLM server GUI 1100 ofFIG. 11 and provides the generatedGUI 1100 to a user. Referring toFIG. 11 , lists 1110 and 1120 of SLA items are output. The SLA items illustrated inFIG. 11 are exemplary and the present general inventive concept is not limited thereto. Thelist 1110 indicates the SLA items with respect to the devices and thelist 1120 indicates the SLA items with respect to other SLM servers, such as thebranch servers SLM server main server 110 ofFIG. 1 , thelist 1120 indicates the SLA items with respect to thebranch servers device button 1011, thelist 1120 may be either omitted or inactivated not to be selected. -
FIG. 4 is a flowchart illustrating a process of managing an average operation rate of devices, according to an exemplary embodiment of the present general inventive concept. -
- The normal operation time denotes a time during which a device is normally operated with respect to a selected SLA item without service error. The error fix time denotes a time from service error occurs with respect to a selected SLA item to the service error is fixed. When a plurality of SLA items are selected, the normal operation time denotes a time during which a device is normally operated with respect to the selected SLA items without service error.
- The average operation time of devices denotes an average value of the operation rates of the devices. When a selected SLA item is applied to a plurality of devices, an operation rate of each device is calculated and an average of the calculated operation rates of the devices is calculated, thereby obtaining an average operation rate of devices.
- The
SLM server SLM server - The
SLM server SLM server Equation 1 may be referred to by a method of calculating an average operation rate. - The
SLM server FIG. 13 . The state of an SLA item may include a normal state or a warning state. Although the state of an SLA item is described in two ways in the current embodiment of the present general inventive concept, the state of an SLA item may be described in greater classification number N (N>2). - Referring to
FIG. 14 , when a user selects areport menu 1410, theSLM server SLM server operation rate 1420 set as the target service level is set to be 95%. Also, according to the monitoring result, theaverage operation rate 1440 is calculated to be 94.3%. TheSLM server operation rate 1420 and the calculatedaverage operation rate 1440 and displays anSLA item state 1430 as a warning state. - In
FIG. 14 , a "34th Development Team Service Management" 1450, a "Latest Bundle Service Management" 1460, and a "Firmware Service Management" 1470 displayed as service items that are representative names of SLA items input in S310 ofFIG. 3 . Theservice items service items 1450 to 1470 is selected, a list of devices and an operation rate of each device are displayed on abox 1480. - The
SLM server Team Service Management 1450 that is set to the automatic management mode, theSLM server Bundle Service Management 1460 that is set to the semiautomatic management mode, theSLM server Bundle Service Management 1460 and the service level set value of 90% for the semiautomatic management mode. For theFirmware Service Management 1470 set to the manual management mode, theSLM server -
FIG. 5 is a flowchart illustrating a process of adding a new SLA item, according to an exemplary embodiment of the present general inventive concept. It is possible to add new SLA items later to the SLA management software installed on theSLM server SLM server - The SLA management software is operated based on an open type framework open services gateway initiative (OSGi). The SLA items may be exposed to OSGi as a bundle or imported from the outside.
- Referring to
FIG. 5 , theSLM server SLM server - The
SLM server - The
SLM server SLM server - If the addition of new SLA items is possible, the
SLM server SLM server - Otherwise, if the addition of new SLA items is not possible, the
SLM server SLM server -
FIGS. 6A and6B are block diagrams schematically illustrating theSLM servers FIGS. 1-5 are omitted herein. Accordingly, the embodiments ofFIGS. 1-5 may be referred to by embodiments of theSLM servers FIGS. 6A and6B . - Referring to
FIG. 6A , theSLM server 600a includes auser interface 620a, acontrol unit 630a, and anetwork interface 610a. Thenetwork interface 610a as a unit to connect to a network transmits and receives data with respect to devices, such as theimage forming apparatuses 140, according to wired or wireless communication specifications. - The
user interface 620a denotes an input/output (I/O) interface to receive a user manipulation input or to provide a result of the user manipulation to a user. For example, theuser interface 620a may be an interface for input/output (I/O) of a human interface device (HID). Theuser interface 620a receives a selection of at least one SLA item to quantitatively measure a service level provided by the devices and receives an input of setting a target service level and a service management automatic option of a selected SLA item. - The
control unit 630a monitors the service level provided by the devices with respect to the selected SLA item and executes a predetermined event to control the devices according to a monitoring result and the service management automatic option setting. In other words, thecontrol unit 630a executes the SLA management software installed on theSLM server -
FIG. 6B illustrates theSLM server 600a ofFIG. 6A in detail. Referring toFIG. 6B , theSLM server 600b includes anetwork interface 610b, auser interface 620b, acontrol unit 630b, anexternal input port 640b, and astorage unit 650b.FIG. 6A may be referred to for a description about thenetwork interface 610b. - When a user requests registration of an SLA item, the
user interface 620b receives via a GUI an input of a representative name and summary information of an SLA item to be registered. Next, theuser interface 620b receives a selection of at least one of the devices to which the SLA item to be registered is applied. Theuser interface 620b outputs a list of SLA items and receives a selection of an SLA item to be registered from the list. - A
GUI generation unit 631b generates a GUI to be output through theuser interface 620b. In other words, a GUI is generated by SLA software.FIGS. 8-14 illustrate GUIs generated by theGUI generation unit 631b. - A
monitoring unit 632b monitors a service level provided by the devices with respect to a selected SLA items through theuser interface 620b. Themonitoring unit 632b receives a normal operation time of each device through thenetwork interface 610b. Also, when an error occurs on the selected SLA item, themonitoring unit 632b may receive the time consumed to fix the error or error type information. When an error occurs, themonitoring unit 632b requests anevent execution unit 633b to execute an event corresponding to the error type information. - The
monitoring unit 632b calculates an average operation rate of the devices based on the normal operation time and the error fix time.Equation 1 may be referred to by a method of calculating an operation rate of a device. - The
monitoring unit 632b indicates the selected SLA item in a warning state or a normal state by comparing the monitoring result and a preset target service level. In other words, when a user selects thereport 1410 ofFIG. 14 , themonitoring unit 632b generates a service analysis report. The service analysis report includes a state of an SLA item. - The
storage unit 650b stores SLA management software and set values for the SLA management software. Thestorage unit 650b stores error type information an error management policy mapped with events corresponding thereto. - The
event execution unit 633b executes an event to control the devices according to the monitoring result and the service management automatic option setting. When themonitoring unit 632b requests execution of an event, theevent execution unit 633b, referring to the error management policy stored in thestorage unit 650b, executes an event corresponding to the error type information. For example, theevent execution unit 633b executes a device firmware update event, a device driver update event, a device rebooting event, and an SLA management software update event. - The
external input port 640b as a device to communicate data with an external apparatus may be, for example, a USB input port or an optical disc reproduction and recording apparatus. Theexternal input port 640b obtains SLA extended data to add a new SLA item to the existing SLA items. - A
bundle extension unit 634b installs SLA extension data obtained through the external input port 640. AnXML parser 635b parses a predetermined XML file included in the SLA extended data. Aninstaller 636b determines whether a new SLA item may be added to the existing SLA items based on a parsed XML file and installs SLA extended data according to a result of the determination. -
FIG. 7 is a sequence diagram of SLA management software, according to an exemplary embodiment of the present general inventive concept. - The SLA management software according to the present embodiment is operated based on an OSGi open type framework and includes an
OSGi intro module 710, anobserver module 720, anevent mapping module 730, and an implementmodule 740. TheOSGi intro module 710 performs registration of an SLA item inFIG. 3 . Theobserver module 720 monitors a service level provided by the devices. When theobserver module 720 fires an event, theevent mapping module 730 requests the implementmodule 740 to execute an event corresponding to error type information by referring to an error management policy. The implementmodule 740 that is a module to execute a requested event may be, for example, a firmware update module, a driver update module, and an SLA management software update module. - The
OSGi intro module 710 selects and registers an SLA item and requests monitoring from the observer module 720 (S705). Theobserver module 720 periodically monitors the devices with respect to a selected SLA item and fires an event when a service error occurs (S710). Theobserver module 720 may transfer to theevent mapping module 730 error type information indicating cause of the service error and information about a device where the service error occurs. - The
event mapping module 730, referring to the error management policy, determines what job is to be done with respect to a fired event. In other words, theevent mapping module 730, referring to the error management policy, requests the implementmodule 740 to execute an event corresponding to the error type information. - The implement
module 740 executes an event (S720). A result of the execution of an event may be stored in theSLM server module 740 transfers an event execution result to the event mapping module 730 (S730). If the service error is not fixed as a result of the execution of an event, theevent mapping module 730, referring to the error management policy, may request the implementmodule 740 to execute another event. - The
event mapping module 730 transfers a received event execution result to theobserver module 720. If the service error is not fixed as a result of the execution of an event, theobserver module 720 may fire the same event again or cancel the firing of an event. If the event is fired again, other error type information may be transferred to theevent mapping module 730. - The
observer module 720 transfers a received event execution result to the OSGi intro module 710 (S735). -
FIG. 8 illustrates aGUI 800 generated by theGUI generation unit 631b, according to an exemplary embodiment of the present general inventive concept. A user may select anoperation rate history 810 in order to view information corresponding to the devices and their respective operation times and errors. For example, device model names, serial numbers, and host names may be displayed in adevice identifying box 820. Anoperation time box 821 mat display operation times of each of the corresponding devices. Further, anerror time box 822 may display a time during which an error occurred during operation of each of the devices. - As described above, according to the present general inventive concept, since necessary action is automatically taken on an SLA item having an error while a server monitors SLA, an immediate response is possible to be provided. Also, since a customer or a service vendor can change an SLA item, SLA items may be flexibly managed.
- The present general inventive concept can also be embodied as computer-readable codes on a computer-readable medium. The computer-readable medium can include a computer-readable recording medium and a computer-readable transmission medium. The computer-readable recording medium is any data storage device that can store data that can be thereafter read by a computer system. Examples of the computer-readable recording medium include read-only memory (ROM), random-access memory (RAM), CD-ROMs, magnetic tapes, floppy disks, and optical data storage devices. The computer-readable recording medium can also be distributed over network coupled computer systems so that the computer-readable code is stored and executed in a distributed fashion. The computer-readable transmission medium can transmit carrier waves or signals (e.g., wired or wireless data transmission through the Internet). Also, functional programs, codes, and code segments to accomplish the present general inventive concept can be easily construed by programmers skilled in the art to which the present general inventive concept pertains.
- Although a few preferred embodiments have been shown and described, it will be appreciated by those skilled in the art that various changes and modifications might be made without departing from the scope of the invention, as defined in the appended claims.
- All of the features disclosed in this specification (including any accompanying claims, abstract and drawings), and/or all of the steps of any method or process so disclosed, may be combined in any combination, except combinations where at least some of such features and/or steps are mutually exclusive.
- Each feature disclosed in this specification (including any accompanying claims, abstract and drawings) may be replaced by alternative features serving the same, equivalent or similar purpose, unless expressly stated otherwise. Thus, unless expressly stated otherwise, each feature disclosed is one example only of a generic series of equivalent or similar features.
- The invention is not restricted to the details of the foregoing embodiment(s). The invention extends to any novel one, or any novel combination, of the features disclosed in this specification (including any accompanying claims, abstract and drawings), or to any novel one, or any novel combination, of the steps of any method or process so disclosed.
Claims (11)
- A method of managing a service level agreement, SLA, with respect to devices (140) on a network by using a server (110), the method comprising:receiving user input for selecting (S205) at least one SLA item to quantitatively measure service levels provided by the devices;receiving user input for setting (S210) a service management automatic option with respect to the selected SLA item;receiving user input for setting a target service level with respect to the selected SLA item;monitoring (S215) the service levels provided by the devices with respect to the selected SLA item; andexecuting (S220) a predetermined event to control the devices according to a result of the monitoring and a setting of the service management automatic option,the method characterized in that the monitoring (S215) of the service levels comprises:receiving (S405) a normal operation time of each device (140) denoting a time during which the device is normally operated with respect to a selected SLA item without service error, and an error fix time consumed to fix an error occurring on the selected SLA item;calculating (S410) the result of the monitoring comprising an average operation rate of the devices based on the normal operation time and the error fix time, andcomparing (S415) the monitoring result and the set target service level with each other and indicating a state of the selected SLA item.
- The method of claim 1, further comprising the server (110) storing an error management policy comprising a plurality of error type information and a plurality of events corresponding thereto mapped with each other, and wherein:the monitoring (S215) of the service levels comprises the server receiving error type information indicating cause of an error occurring on the devices (140); andthe executing (S220) of a predetermined event comprises executing a said event corresponding to the error type information retrieved by the server from the stored error management policy.
- The method of claim 1, further comprising:obtaining (S505) SLA extended data to add a new SLA item to the SLA items; andinstalling (S520) the SLA extended data on the server (110),wherein the installing of the SLA extended data comprises:parsing (S610) a predetermined extensible markup language, XML, file included in the SLA extended data;determining (S515Y) whether the new SLA item is to be added to the existing SLA items based on the parsed predetermined XML file; and installing (S520) the SLA extended data according to a result of the determination.
- The method of claim 1, wherein:the service management automatic option comprises an automatic management mode in which the server automatically controls the devices, a semiautomatic management mode in which the server (110) controls the devices (140) only when the monitoring result does not satisfy a predetermined service level, and a manual management mode in which the devices (140) are controlled in accordance with a command by a user, andthe SLA items comprise at least one of a device firmware management item, a device driver management item, a device consumables management item, and a server software management item, the software being installed on the server (110).
- The method of claim 1, wherein, in the executing (S220) of the event, at least one of a device firmware update event, a device driver update event, a device rebooting event, and a server software update event, the software being installed on the server (110) is executed.
- The method of claim 1, wherein the selecting of at least one SLA item comprises:when a user requests registration of an SLA item, receiving (S310) an input of a representative name and summary information of the SLA item to be registered, via a graphic user interface, GUI;receiving (S315) a selection of at least one of the devices to which the SLA item to be registered is applied; andoutputting (S320) a list of the SLA items and receiving a selection of the SLA item to be registered from the list.
- A server (110) to manage a service level agreement, SLA, with respect to devices (140) on a network, the server comprising:a network interface (610a) to connect to the network;a user interface (620a) to receive a selection of at least one SLA item to quantitatively measure service levels provided by the devices and to receive inputs of a target service level with respect to the selected SLA item; a setting of a service management automatic option, and a setting of a target service level with respect to the selected SLA item; anda control unit (630a) configured to monitor the service levels provided by the devices with respect to the selected SLA item and to execute a predetermined event which is a process defined to recover a service error occurring on the devices (140) to control the devices according to a result of the monitoring and the setting of the service management automatic option,the server characterized in that:the control unit (630a) receives a normal operation time of each device (140) denoting a time during which the device is normally operated with respect to a selected SLA item without service error, and an error fix time consumed to fix an error occurring on the selected SLA item; calculates the result of the monitoring comprising an average operation rate of the devices based on the normal operation time and the error fix time, and compares the monitoring result and the set target service level with each other and indicates a state of the selected SLA item.
- The server of claim 7, wherein the server (110) stores an error management policy comprising a plurality of error type information and a plurality of events corresponding thereto mapped with each other, and, when an error occurs on the devices (140), the control unit (630a) receives error type information indicating cause of the error through the network interface (631a) and executes a said event corresponding to the error type information retrieved from the stored error management policy.
- The server of claim 7, wherein the service management automatic option comprises an automatic management mode in which the server automatically controls the devices, a semiautomatic management mode in which the server controls the devices only when the monitoring result does not satisfy a predetermined service level, and a manual management mode in which the devices are controlled in accordance with a command by a user, and
wherein the SLA items comprise at least one of a device firmware management item, a device driver management item, a device consumables management item, and a server software management item, the software being installed on the server. - The server of claim 7, wherein the control unit (630a) obtains SLA extended data to add a new SLA item to the SLA items through the network interface (620a) or an external input port provided in the server (110), and comprises a bundle extension unit to install the SLA extended data on the server, and
wherein the bundle extension unit comprises:an extensible markup language, XML, parser to parse a predetermined XML file included in the SLA extended data; andan installer to determine whether the new SLA item is to be added to the existing SLA items based on the parsed predetermined XML file and installing the SLA extended data according to a result of the determination. - The server of claim 7, wherein the user interface (620a) receives an input of a representative name and summary information of an SLA item to be registered, via a graphic user interface, GUI, when a user requests registration of the SLA item, receives a selection of at least one of the devices (140) to which the SLA item to be registered is applied, outputs a list of the SLA items, and receives a selection of the SLA item to be registered from the list.
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